Tier 3 Support Engineer

Description
Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry.

Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services.

With over 300 professional experts across the globe, we service some of the worlds most successful Fortune 500 and Fortune 1000 companies.

We are looking for a highly skilled Nortel Tier 3 Support Engineer to provide expert-level remote support for enterprise telephony and unified communications environments.

This role involves handling critical escalations, performing root cause analysis, and supporting complex integrations across Nortel and Avaya systems for global clients.

Responsibilities

• Deliver Tier 3 technical support for Nortel CS1000/CS2100, Option 11C/81C, Meridian, and BCM systems.
• Lead resolution of critical, escalated incidents impacting production voice environments.
• Perform deep-dive diagnostics using LD commands, trace tools, logs, and system monitoring utilities.
• Manage system upgrades, firmware updates, and configuration recovery for voice platforms.
• Support migration projects, including Nortel-to-Avaya conversions and SIP/UC integrations.
• Collaborate with network and infrastructure teams to ensure end-to-end voice quality and reliability.
• Develop and maintain technical runbooks, RCA documentation, and knowledge base articles.
• Mentor Tier 1 and Tier 2 engineers; provide technical leadership during complex troubleshooting efforts.

Qualifications

• 8+ years of experience supporting enterprise telephony or unified communications systems.
• Expert-level knowledge of Nortel CS1000/CS2100, Meridian, CallPilot, and BCM platforms.
• Advanced proficiency in LD command-line operations and Element Manager administration.
• Strong expertise in VoIP, SIP signaling, RTP streams, QoS, and trunking.
• Hands-on experience with signaling servers, media gateways, and call servers.
• Deep understanding of IP networking, including VLANs, routing, and QoS configurations.
• Proven experience handling critical outages, performance issues, and multi-site environments.
• Excellent problem-solving, documentation, and cross-team communication skills.

Bonus / Preferred Skills

• Strong working knowledge of Avaya Unified Communications, including :
• Avaya Aura Communication Manager (CM).
• Avaya Session Manager and System Manager.
• Avaya SBCE (Session Border Controller for Enterprise).
• Avaya IX Workplace / Messaging solutions.
• Experience with SBCs (Avaya, AudioCodes, Ribbon) and SIP trunk providers.
• Certifications such as Avaya Certified Support Specialist (ACSS) or Nortel Technical Expert.

Benefits At Innovatia

• Comprehensive Health Insurance policy.
• Employee Wellness Program with focus on mental health.
• Robust reward and recognition programs.
• Company incentive programs offered.
• Attractive leave policy : Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off.
• Ample growth and learning opportunities.
• Remote work opportunities.
• Focus on work/life balance.
• Immigration Program supporting immigration to Canada for eligible employees.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer.

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